Support on Slack is primarily provided by the community, but we strive to answer all questions within 1 business day. The #support Slack channel is where Meltano team members can request support from the wider team. If you see a support request that needs an assist, please share the relevant Slack thread in this channel.
#troubleshooting, #getting-started, #contributing, and #support in the morning to see if there are unanswered questions we can help with.#support and a subject matter expert (SME) is tagged. If a SME isn’t known, tag @meltano-engineering.Emails to support@meltano.com forward to HubSpot so they can be triaged, assigned, and managed. These are currently routed to @Douwe Maan.
Emails to security@meltano.com also forward to HubSpot, and are automatically assigned the Security Issue category.
As documented in our Responsible Disclosure Policy, we will acknowledge receipt of a vulnerability report the next business day and strive to send the reporter regular updates about our progress.
The Meltano.com website is set up with live chat powered by HubSpot. Live chats are piped into #support on Slack and can be replied to within a thread. These are currently routed to @Douwe Maan. We try to respond to these within 1 business day.
The DevRel team tries to respond to issues and PRs created by the community within 24 hours. New PRs and issues across Meltano projects are posted to #meltano-repo-activity, #hub-repo-activity, and #sdk-repo-activity while Singer ecosystem are posted to #singer-ecosystem-activity on Slack. There is no SLA on Singer ecosystem issues and PRs, but we try to respond when there’s something we think we can assist with.
#meltano-repo-activity, #hub-repo-activity, and #sdk-repo-activity in the morning to see if there are new issues or PRs without a response.#engineering-chatter for triage and review.